CSR - Customer Service Representative

Job Summary

We are looking for a customer-focused and detail-oriented Customer Service Representative to support FabFitFun members across multiple customer touchpoints. In this role, you will serve as the front line of support, delivering a positive and personalized experience to members by assisting with inquiries related to subscriptions, orders, billing, products, and account management.

The ideal candidate has strong communication skills, excellent problem-solving abilities, and a passion for creating exceptional customer experiences. You should be comfortable working in a fast-paced environment, handling a high volume of interactions while maintaining empathy, professionalism, and efficiency.

Key Responsibilities

• Provide timely, professional, and empathetic support to FabFitFun members through email, chat, and/or phone
• Assist customers with inquiries related to:
• Membership and subscription management
• Seasonal box selections and customization
• Billing, payments, refunds, and account updates
• Shipping, tracking, delivery concerns, and replacement requests
• Product questions, promotions, and add-on purchases
• Account login and technical support concerns
• Resolve customer concerns efficiently while maintaining a high standard of customer satisfaction
• Troubleshoot issues, investigate account/order history, and determine the best resolution based on company guidelines
• Accurately document all customer interactions, resolutions, and follow-ups in the CRM or ticketing system
• Escalate complex or unresolved concerns to the appropriate internal team when necessary
• Stay updated on FabFitFun products, promotions, policies, seasonal launches, and process changes
• Identify recurring customer concerns and share feedback with leadership to help improve customer experience and internal processes
• Maintain professionalism, empathy, and brand voice in all customer communications

Qualifications

• 1–3 years of customer service or contact center experience (BPO or e-commerce support preferred)
• Experience supporting subscription-based, retail, or e-commerce customers is a strong advantage
• Excellent written and verbal English communication skills
• Strong problem-solving and conflict-resolution skills
• Ability to multitask and navigate multiple systems simultaneously
• Comfortable working in a fast-paced, performance-driven environment
• Strong attention to detail and organizational skills
• Ability to work flexible schedules, including weekends or holidays based on business needs
• FRESH GRADUATES are welcome to apply!

Work Environment

• Support Channel Mix: 80% non-voice (email/chat), 20% voice support
• Work Setup: Hybrid work arrangement
• Shift Schedule: Night shift (aligned with U.S. business hours)
• Salary Range: PHP 20,000 – PHP 25,000, depending on experience and qualifications
• Office Location: IT Park, Lahug, Cebu City
• Direct Hire / Captive Site

Pay: Php20,000.00 - Php25,000.00 per month

Benefits:

• Additional leave
• Flexible schedule
• Work from home

Work Location: Hybrid remote in Cebu City